How The SaaSy People Create Better Customer Experience with Vonage Contact Center
Customer Company Size
SME
Region
- Europe
Country
- United Kingdom
Product
- Vonage Contact Center
Tech Stack
- CRM Integration
- Multi-channel Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- System Integration
About The Customer
The SaaSy People is a company based in the UK that provides fully managed, multi-channel outsourced customer support. The company is tailored for growing businesses that are looking to differentiate themselves from the competition. The SaaSy People employs a team of award-winning customer support experts that can match a brand’s voice and ensure customers are delighted with the service they receive. The company serves businesses across various industries, providing best-in-class customer support.
The Challenge
The SaaSy People, a UK-based company, provides fully managed, multi-channel outsourced customer support tailored for growing businesses. The company aims to differentiate these businesses from their competition by delivering exceptional customer experiences. However, to achieve this, The SaaSy People needed a contact center solution that could be deeply integrated into their CRM, allowing for personalized, meaningful connections across every channel. The solution also needed to be flexible and scalable, enabling their agents to deliver excellent customer engagement anytime, anywhere.
The Solution
The SaaSy People adopted the Vonage Contact Center (VCC) to meet their needs. VCC offers all the capabilities and tools that The SaaSy People needs to meet changing customer needs faster and at lower cost, from dynamic call routing to analytics and work from anywhere capabilities. With VCC, The SaaSy People teams can communicate with confidence and deliver exceptional customer experience on behalf of customers. VCC is purpose-built to integrate seamlessly and intuitively into some of the top CRMs available, including Salesforce, Zendesk, ServiceNow, Microsoft Dynamics 365 and Microsoft Teams. This flexibility of platform is key for The SaaSy People. With access to their Vonage dashboard across multiple devices, SaaSy People reps can do their best work anytime, anywhere. And with customer-focused features like queue callback, agents can connect with customers at their preferred time, and on their preferred channel, meeting the customer when and where they want to engage for a superior experience.
Operational Impact
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
SET Creative Ditches Google Vault for Datto Backupify
When Kienholz first started at SET, the staff was using Microsoft Outlook for email with no form of data backup. It became apparent that something needed to change as the staff was often burdened with trying to recover emails from departed employees. Kienholz transitioned the team to Google’s Gmail and implemented Google Vault for backup purposes. While SET employees quickly adjusted to Gmail, which many use for personal email, the same could not be said for Google Vault. “Unlike most Google products, Vault was not user friendly at all. It’s very hard to search for items. We never really figured out how to do a restore either,” explained Kienholz. Due to SET’s work with high-profile brands, projects often go through many rounds of revisions right down to the eleventh hour. This means that every bit of information - especially data living in project managers’ emails - is crucial to delivering clients a polished design at deadline.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
Arctic Wolf Envelops Teamworks with 24x7 Cybersecurity Protection and Comprehensive Visibility
Teamworks, a leading athlete engagement platform, faced rising cyberthreats and needed enhanced visibility into its network, servers, and laptops. With software developers connecting from all over the world, the company sought to improve its security posture and position itself for future growth. The company had a secure platform but recognized the need for a more proactive solution to identify gaps within its technology infrastructure. Data exfiltration and malicious access were top concerns, prompting the need for a comprehensive security upgrade.
Case Study
Sawback IT and Datto Save Client From a Costly Mistake
Ballistic Echo, a software development house, faced a critical challenge when human error led to the deletion of thousands of lines of unique code. This incident occurred before the code was pushed to source control, resulting in significant loss of time, revenue, and work. The previous file-level backup solution they used was slow and inefficient, making it nearly impossible to manually recreate the lost work. The need for a more reliable and efficient business continuity solution became evident to avoid such disasters in the future.
Case Study
Opal Helps Customers Shine Thanks to Datto
SP Flooring & Design Center faced a ransomware attack that encrypted and locked their files. The attack was initiated through a compromised service account set up by an outside vendor. The ransomware infection was isolated quickly, but there was a concern about the extent of the data at risk. The company had backups in place but was unsure of how much information was compromised. The situation required immediate action to prevent further damage and restore the affected data.
Case Study
Pipeline Insight Case Study: YARCDATA
YarcData faced challenges in determining the conversion rates of prospects into customers through various marketing efforts and identifying the source of its leads. They wanted to know the percentage of opportunities in the sales pipeline that came from different marketing events, web downloads, or self-sourced sales opportunities. Additionally, they needed the ability to drill down into the data to guide where to allocate more marketing dollars based on the success of previous efforts. Previously, YarcData relied heavily on spreadsheets and Salesforce.com reports, which made it difficult to extract the exact information they needed. This reliance on spreadsheets represented about 70% of their data presentation.
